Technology Retail in the US
Despite improving its Overall Customer Effort Score by +1 to 58, HP has found itself slipping to 7th in the rankings after its competitors managed to improve further.
There were some positives to take from this quarter, however, after it managed to grow its Style of Communication score by +3 points to 63, with 48% saying the politeness of their customer service agents is 'excellent'. Almost half (49%) rated the ability to communicate with them in their chosen language (other than English) as ‘excellent’.
Elsewhere, the other three pillars remained the same as Q2, and HP should look for positive progress in Knowledge and Expertise (56), Valuing the Customer (59), and Speed Resolving Problems (55) as we head towards the end of the year.
Customer Effort in detail
Style of Communication
63 vs 60 last quarter
48% say the politeness of their customer service agents is 'excellent'
49% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
56 vs 56 last quarter
45% rate the expertise of the customer service agent as 'excellent'
41% say the way details were clearly explained to them was 'excellent'
42% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
59 vs 59 last quarter
42% rate this brand as 'excellent' for how they made them feel valued/important as a customer
46% say the way they understood their needs was 'excellent'
52% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
55 vs 55 last quarter
39% rate how easy it was to find the information they wanted on the website/app as 'excellent'
44% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
49% say they made it ‘very easy’ to achieve what they set out to do
